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Toppan Merrill Product Support Specialist in New York, New York

Job Description:
The Production Support Specialist for the Dynamic Publishing Solution supports users by providing technical product support to enhance their overall product and service experience; through product and application knowledge assist users with technical queries enabling them to successfully configure, manage and complete their project. This includes production assistance during new client implementations, user acceptance testing of new features and handling client directed production work from a project manager or customer service representative.
Assist in day-to-day production tasks to ensure timely delivery of projects and client requested deliveries.
Support and assist enterprise class customers with intermediate technical production.
Gather information independently, carry out necessary research and provide an in-depth analysis to resolve production issues.
Educate and empower customer on self-task performance and investigations.
Provide severity and scope analysis of issues, inquiries and requests.
Maintain ownership until resolution of technical issue.
Handle and execute side projects independently.
Provide a concrete explanation of resolutions to issues.
Present inquiries and requests to Enterprise class customers.
Evaluate production support process and provide feedback.
Design production support procedures, policies and documentation
Organize multiple production issues, customer requests and inquiries from other sources.
Provide application production support
Assists in testing application bugs, issues or enhancements
Support the on-boarding of documents and data by following set technical requirements.
BA/BS in Finance, Mathematics, Computer Science or related
Strong technical aptitude and learning agility.
Adobe InDesign experience
Great communication skills, especially in explaining technical terms in a way that non-technical individuals can understand.
Ability to work well in a team collaboration environment.
Excellent organizational skills and attention to detail.
Independent problem solving and troubleshooting skills.

Merrill is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.